This study examines the determinants of customer loyalty in container shipping from a freight forwarding company’s perspective. We hypothesize that container carriers’ service quality, relationship quality, and e-services will have a positive influence on customer loyalty of international freight forwarders. Data are collected from 233 freight forwarding companies in Taiwan. We found that service quality, relationship quality and e-services positively affect customer loyalty, whereas relationship quality has a mediating effect on the relationship between service quality and customer loyalty. Specifically, a moderated mediation model is tested and indicates that the indirect effect of service quality on customer loyalty through relationship quality is significant and stronger when freight forwarders experienced high levels of e-services. Theoretical and managerial implications from the research findings are discussed along with limitations and future research.
|Journal||International Journal of Shipping and Transport Logistics|
|Publication status||Accepted/In press - 22 May 2022|
- container shipping; service quality; relationship quality; customer loyalty, E-service; freight forwarder